Contacts from my list receive twin email notifications. Why?

If you have the ‘Notify requester of received request’ enabled, the contacts from your lists are most likely to receive duplicate notifications of the emails you send. That’s because the Proactive Campaigns app automatically creates tickets for each email sent within a campaign. Moreover, the app automatically creates an ‘Is campaign’ custom field that will be displayed for all the tickets in your Zendesk. This way, it is easier for users to search and filter the tickets that were sent within a campaign. The tickets sent via Proactive Campaigns are always created with a checked ‘Is campaign’ custom field.

Thus, if you have the ‘Notify requester of received request’ trigger on, the contacts will receive two notifications about the received request. One will be sent after Proactive Campaigns creates a ticket, and another one sent by the trigger.

However, there is a workaround if you still want to keep the trigger enabled but want to avoid duplicate notifications.

All you have to do is add a custom field condition to your trigger that is the following:

[Is campaign] - [Is] - [Unchecked]

Thus, the notifications created by this trigger will only be sent for tickets that have the ‘Is campaign’ custom field unchecked.

And this is it! Now you can continue using Proactive Campaigns without any inconveniences.